Personality and. Emotional Dynamics CREATING DEEPER CONNECTIONS FOR WOW PERSONALITY STYLE A PROGRAM BROUGHT TO YOU BY JANUS LABS

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1 Personality and Emotional Dynamics A PROGRAM BROUGHT TO YOU BY JANUS LABS In order to create a memorable experience, an advisor has to connect with a client s individuality. Joseph A. Michelli, Ph.D CREATING DEEPER CONNECTIONS FOR WOW Greater awareness of what drives your clients behavior and what they value can provide valuable insight into the most effective ways to WOW your clients. Consider these two constructs: Personality Style Emotional Dynamics (i.e., meaningful appreciation) PERSONALITY STYLE By tailoring your communications to resonate with a personality style, you ll not only improve personal rapport with clients but also build more effective working relationships with them. Based on the science of Neuro-Linguistic Programming and Janus Labs Personality in Practice program, the three general personality types are: Driver Social Analytical To identify a client s personality type, think about how they behave and speak. On the following page you ll see a sampling of verbal and non-verbal clues that you can use to identify which personality style best fits your client. Please see back for important disclosures.

2 details. Can lack warmth or seem abrasive. Results oriented. Personality Indicators Analytical Uses expressive, animated gestures. Smiles frequently Non-Verbal Cues with warm, engaging eye contact. Relaxed. be thinking. Compact posture with minimal facial animation. Enumerates with hands, fingers. Good eye contact appears to Social Outgoing, personable and fun loving. Enthusiastic and optimistic demeanor. Trusting. Relaxed, warm, caring. Upbeat, positive, sensitive to others feelings. Fast paced, direct and concise. Seeks control. May ignore Tends to ramble. Open, cooperative, seeks opinions. Personality in Practice Speed-read personalities to consistently connect with clients. Ask open-ended questions. Describe the Building Trust relationship you want to build. Have fun. Behavioral Cues Establishing Rapport Establish personal connection first. Share personal stories. Maintain positive, upbeat approach. Verbal Cues Moving Toward a Decision Explain how you ll handle details. Demonstrate excitement. Let them know how you ll stay in touch. Communication Adjustments PERSONALITY CLUES Driver conscious May ignore details May seem aggressive Results oriented Direct eye contact Minimal social comments Voic / may be short in length and to the point Social Outgoing Tends to ramble Personable Warm, engaging eyes Enthusiastic Expressive gestures Voic / will often conclude with something light Analytical Procedural Intense listener Serious Organized Compact posture Enumerates with hands Voic / may be organized and procedural Refer to the Personality in Practice wheel in this kit for more tips on identifying personalities. 2

3 MEANINGFUL APPRECIATION In order for any relationship to thrive, both parties need to invest time and effort. Part of this includes finding ways to demonstrate your mutual appreciation. Professional relationships work the same way. How do you currently show your appreciation to clients? More importantly, is it uniquely personalized to what might be meaningful to them? The fact is how you choose to show appreciation may seem perfect to you but in the end lacks impact for the recipient. To resonate, your acts of appreciation should match the things that are important to your client. EMOTIONAL DYNAMICS Appreciation can be shown in a number of different ways including: This dynamic values tangible expressions of appreciation. This dynamic appreciates verbal/written expressions of acknowledgment or praise. This dynamic appreciates acts that create impact in their life or the lives of others. This dynamic appreciates one-on-one time invested in the relationship. Identifying Emotional Dynamics In the beginning you may have to make an educated guess about how your client might like to feel appreciated. To help you get started, ask yourself the following questions: Is he/she continually reminding me of things they re doing or accomplishments they ve achieved? This may be a sign that your client is seeking. What does he/she most often request of me? This may be a sign that your client is seeking either your or. Do they have an outsized response of gratitude when receiving something material? If so, it s likely they appreciate tangible expressions or. 3

4 PUTTING IT INTO ACTION Thinking about two high-value clients, connect the constructs of personality and emotional dynamics. Client #1: Personality: Driver Social Analytical Emotional Dynamic: Client #2: Personality: Driver Social Analytical Emotional Dynamic: SAMPLE WOW IDEAS By Personality Style and Emotional Dynamic DRIVER PERSONALITY Any tangible item that can help drive results in their business or enhance efficiency in their personal life will be meaningful to a Driver. Book/magazine subscription of interest Branded calendar List of resourceful websites, travel tips or business resources Genuine acknowledgment, written or verbal, about something he/she or family member achieved. Child/family member graduation or other accomplishment Personal/business achievement Handwritten note thanking them for their business Act that demonstrates your support in helping drive results. Educate his staff on a contact management program Educate her sales force on negotiation styles or energy management (e.g., take advantage of Janus Labs programs) Volunteer your service to client s favorite charity Demonstrate sensitivity to their time when scheduling a visit. Have something compelling that will serve his/her interests. Prepare and review a focused agenda for meeting Customize communications with quick snapshots of information Extend an invitation to a seminar that will help boost productivity at work 4

5 SOCIAL PERSONALITY Something tangible that can be shared with others or reflects a personal touch. Picture frames for family Books (travel, coffee table book) Token to acknowledge birth of a child or family celebration Written/verbal acknowledgment that shows you care about them. Phone call recognizing child/family member graduation Note telling how much you appreciate them as a client Lunch invitation to celebrate recent personal achievement Act that demonstrates you have their best interests in mind and genuinely care about their well being. Invite your client (and their best client) for a round of golf Volunteer time to client s favorite charity spent socializing to expand the relationship. Invitation to sporting or cultural event Invitation to health and wellness seminar (such as Janus Energy for Performance client seminar) Host client welcome/open house reception 5

6 SAMPLE WOW: SERVICE I spearhead an organization whose mission is to serve disadvantaged children. Our organization was only a couple of years old, just getting off the ground. A wholesaler, and longtime business partner, had ties with our local newspaper. Unbeknownst to me, he went to work to get coverage on my yearly event. It worked. You can imagine my delight seeing the front page article completely surprised! The article was a huge help with our efforts in fundraising. ANALYTICAL PERSONALITY Any item that will help in practical living or help them gain knowledge. Personalized binder for financial statements Resource guide for financial websites News article that details recent research within an area of interest Written/verbal acknowledgment of business or personal success with supporting data. Send data showing how recently earned designation leads to more income (for example) Send a follow-up letter recapping meeting details and next steps (check all points for accuracy!) Act that helps to educate staff or colleagues. Host lunch seminar for their circle of influence on a relevant topic Educate his staff on negotiations styles Establish system to automatically provide statements to client s accountant for tax purposes that satisfies an appetite for learning and gathering details. Invitation to a lecture series or museum event Increase expertise of client s industry and actively share knowledge of recent events Any actions taken to show appreciation with clients should be done in accordance with your Firm s compliance policy. For more information, call Janus at JANUS or experience us online at janus.com. 6

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8 Janus Labs Life Science and Practice Management programs are for information purposes only. Janus Capital Group does not guarantee that the information supplied is accurate, complete or timely, or make any warranties with regards to the results obtained from its use. Janus Distributors LLC 151 Detroit Street, Denver, CO Janus is a registered trademark of Janus International Holding LLC. Janus International Holding LLC. C